Description

You manage first-line incidents for production systems, handling initial troubleshooting and escalation.

This role is on-site.

Responsibilities

• Act as the primary contact for production incidents via email, chat, or ticketing tools.
• Log, categorize, and prioritize incidents in ServiceNow, Remedy, or Jira.
• Monitor system dashboards and alerts to detect service interruptions.
• Perform basic troubleshooting for applications, APIs, and backend services using log analysis and OS checks.
• Escalate unresolved issues to L2/L3 teams with clear documentation.

Required Skills

• 1–3 years of experience in Production Support, Service Desk, or IT Operations.
• Working knowledge of Windows and Linux operating systems.
• Experience with ticketing tools: ServiceNow, Remedy, or Jira.
• Exposure to SQL for data validation.
• JavaScript scripting experience.
• Understanding of ITIL processes (Incident, Problem, Change Management).
• Strong analytical and problem-solving skills.

Key Skills

Education

Any Graduate